Sofitel La Reserva Cardales 5 stars

We arrived at Sofitel La Reserva Cardales expecting a five-star experience. What we got was a string of disappointments that left us comparing it to budget roadside hotels like Holiday Inn or Travelodge. After only 17 years in operation, the hotel already feels tired and poorly managed, staffed by mostly untrained and disinterested personnel—though we must credit the restaurant and pool bar staff, who were a rare bright spot. From the start, the service was lackluster. Security staff were indifferent and borderline rude. No one welcomed us as we parked or helped with bags. At check-in, disinterested reception staff gave us a tattered A4 printout of spa prices (more expensive than UK standards), a flyer, a paper wristband, and four cards—two for the room (which didn’t work), one for towels, and one for spa robes. Then we were left to find our way. The room was large but felt cold, worn and had no coffee or tea facilities (we were given some instant coffee and tea after we got fed up and complained after day 3) The “king bed” was two beds pushed together, and the topper was plasticky and noisy. The marble bath was dirty, the water lukewarm, and the shower stuck between scalding settings. The only redeeming feature was the lovely view and well-kept outdoor area. Our visit to the games room—a major selling point—was equally frustrating. We waited 20 minutes at an unattended desk before learning the bar wasn’t operating, and that there was a 25-minute wait for bowling. After finally getting drinks from the bar upstairs (with confusion over being allowed with drinks downstairs or not), we were given a lane out of three (one was broken) with only 8 balls total to share between all lanes—all too heavy or too light, both sizes with child-sized finger holes. The system then glitched and wiped our scores after our second go each. No staff were around to help, so we gave up. Dining involved scanning QR codes that led to an app with menus hosted on Google Drive. These changed often, and drink menus were confusing. Food was decent, and most of the waiting staff were pleasant, but a few looked like they didn’t want to be there. It was a rainy week, so the tennis courts were swamped. The maintenance person at the tennis club that belongs to the private neighbourhood next door was promptly at 8am every morning looking after those courts, making sure they would be usable by the afternoon. The hotel's courts, however, no one looked after them for a second in the 5 days we were there. We raised this several times to the reception staff who every time said "we'll look into it". After two days of receiving no response, I personally drained, swept, and put clay on one of the courts, which made it available for guests to enjoy the last two days of our stay. Yes, I spent two hours of my own time looking after the tennis court at a 5 star hotel... if that's not an embarrassment to the establishment, then that shows how little the management cares about their customers.  After complaining about all this, we got given free access to the "water circuit", which was yet another disappointment. Malfunctioning saunas, with broken seats and nails hanging dangerously, stinky dirty steam room, cold showers that aren't cold, and cold plunge that is meant to be at 10 degrees but it's more like 20.  In short, the hotel is beautiful on the outside but badly let down by poor service, dated infrastructure, and a total lack of polish. This could have been a dream stay. Instead, it was a lesson in how not to run a luxury hotel.

Excelente

To whom it may concern, We are writing to formally express our profound disappointment, frustration, and outrage after what should have been a memorable and special stay at Sofitel turned into one of the worst hotel experiences we have ever encountered. This was not just below expectations — it was an absolute disgrace for a hotel brand of this category. Appalling Cleaning Conditions: The cleanliness of the room was beyond unacceptable. Hair — including pubic hair — was found absolutely everywhere: in the shower, in the hot tub, on the bed sheets, and even on the dining table. This is not only disgusting — it is a clear violation of basic hygiene standards that any hotel must comply with, let alone a Sofitel. Terrible Facilities Maintenance: The terrace furniture was old, burnt, and broken. The exterior walls were unpainted, and dirty foot stains were visible on the welcome wardrobe. Most alarmingly, the emergency exit stairway was completely blocked by overgrown bushes — a serious and unacceptable safety hazard. The Spa – A Disgraceful Experience: The spa facilities were dirty and poorly maintained. The pool was filled with sediment, the bathroom doors offered zero privacy, and the walls were covered in moisture and dampness — particularly concerning near electrical outlets. None of the water jets were functioning, making it impossible to use the "water circuit" we had booked. It was only after complaining that we were told the system was deliberately shut off at 3 PM to allow children to use the area due to the outdoor pool being under renovation — information that was never provided to us in advance. Our appointment was at 4 PM, leaving us with no access to the experience it was paid for. As an additional (and frankly, ridiculous) detail, the tea provided was cold from having been left out for hours, and there were no clean glasses available. We were later offered a voucher to return to the spa — but after this nightmare, we have absolutely no desire to return to such a poorly managed and disgracefully maintained facility. Service – Shockingly Poor: The tissue box holder in our room was empty and full of marker scribbles — unacceptable in any hotel room, let alone in a Sofitel. Despite having informed the hotel that we would be checking in after 11 PM — as this was our wedding night — we arrived to find a champagne bucket with completely melted ice and warm sparkling wine, even though the room was equipped with a minibar. A basic gesture was handled with zero care or respect for the occasion. Room service quality was equally poor and far from what one would expect from a Sofitel. We have documented all of the above with photos and videos, which were shared directly with the hotel manager before check-out and have also been sent via email to the reservation team and the hotel manager, as requested. Given the disastrous experience we were forced to endure — and considering this stay was a wedding gift — we are formally requesting a full refund of the amount paid. It is deeply disappointing and upsetting that this stay — meant to be a cherished memory — turned into such a regrettable experience. We expect an immediate response, appropriate compensation, and action from your side. Nothing will undo the frustration and disappointment we experienced, but the very least Sofitel can do is acknowledge this unacceptable situation and act accordingly. Sincerely,

UN LUGAR RECOMENDABLE Y QUE VOLVERIA

All Good. I have 2 kids, a 5 and a 7 year old. I ordered a pasta dish for each from the kids menu at La Butaca for dinner and the amount of pasta was really small, both girls were still hungry so I had to order them another dish (breaded meat with fries this time, this one was average kids size). I mentioned this to the waiter and she only replied that these are kids dishes.. but really it is the cheapest thing on the menu, plain kids pasta with no sauce... I should have taken a picture...